General terms for booking tourism services, Thailand Express

1. Nature of the service

The company operates as a travel agency and coordinator (intermediary) of tourism services with local and international suppliers, including: hotels, airlines, tour and attraction operators, transport companies and other service suppliers.

The services themselves are actually provided by the service suppliers, in accordance with their terms, their policies and the situation on the ground. The company is not responsible for disruptions, level of service or damage caused by the suppliers.

2. Price quotes, availability and booking confirmation

• A price quote reflects availability and price at the time it is given only. Services are not held without payment and actual supplier confirmation.
• A booking will be considered confirmed only after payment is received and final confirmation is given by the supplier.
• Honest error: The company reserves the right to cancel a booking even after it has been confirmed, if a clerical error or an exceptional error occurred in the price or in the service details. In such a case the customer will be offered a choice between paying the difference and cancelling the transaction with a full refund, with no further compensation.

3. Traveller details and documents

The customer's responsibility:

• Give traveller names exactly as they appear in the passport.
• Make sure your passport is valid for at least 6 months from the departure date.
• Make sure you have entry visas and the vaccinations/tests required by the health authorities in Thailand and in Israel.

Errors in the details may lead to an additional charge, an inability to correct, or cancellation of the service, and the responsibility for this lies with the customer alone.

4. Entry to Thailand and the immigration authorities

The company bears no responsibility whatsoever if entry to Thailand is refused by the immigration authorities for any reason. Refusal of entry to the country does not constitute grounds for cancelling the transaction with the company or the suppliers, and no refund will be given for services not used as a result.

5. Payment and card-processing policy

Payment is made in shekels (ILS) / dollars (USD) / baht (THB) as agreed. The place where the transaction is carried out may be Israel and/or Thailand.

Special card-processing fees:

• Israeli credit cards of the type American Express (Amex) and Diners Club, plus a card-processing fee of 1.5%.
• Credit cards Foreigners (issued outside Israel), plus a card-processing fee of 3.2%.

The company is not responsible for foreign fees, currency conversion fees or interest charged by the customer's bank.

6. Payments and instalments

The default is a single payment. In some cases, and at the company's discretion, spreading the payment over up to 12 instalments with interest will be possible. Responsibility for checking the instalment terms and interest lies with the customer.

7. Bank transfer

• The booking will be confirmed only after the money actually appears in the company's account.
• Until the money is received, the price and availability are not guaranteed and may change.
• A transfer cannot be cancelled unilaterally after it has been carried out.

8. Cash payment

Cash payment in Israel is subject to the "Law for Reducing the Use of Cash" and to the company's prior approval.

9. Handling fees and agent service

A handling and service fee is charged on every booking. The handling fee covers the coordination work, the support and the communication with the suppliers. Handling fees are not refunded in the event of cancellation, since the service is considered fully performed once the vouchers are issued.

10. How compensation is determined

Any compensation, credit or benefit is given As a gesture beyond what is required and do not constitute an admission of legal liability. The amount of compensation will be determined at the company's sole discretion.

11. Cancellation and refund policy

The cancellation policy is made up of the provisions of the Israeli Consumer Protection Law and the policies of the suppliers abroad.

11A. Cancelling a transaction under the Consumer Protection Law (Israel)

In accordance with section 14C of the Law, the customer may cancel a transaction within 14 days of the day it was made or of the day the disclosure document was received (whichever is later), provided the cancellation is made at least 7 working days before the date the service is provided.

• Cancellation fees: For a cancellation within these time frames, the customer will be charged a cancellation fee of 5% or ILS 100 (whichever is lower).
• Special populations: Senior citizens (over 65), new immigrants and people with disabilities may cancel a transaction within 4 months, provided the engagement included a conversation (including WhatsApp).

11B. Exclusion of tourism services abroad (section 14C2), important!

In accordance with the law, in cases where the service is offered and provided entirely outside Israel (such as hotels abroad, domestic flights abroad, local attractions etc.), the customer may choose between:

• Standard route: subject to the local supplier's cancellation policy (usually with no right to cancel or with high cancellation fees).
• A route with a right to cancel: subject to the Israeli Consumer Protection Law (where applicable and for an additional fee).

11C. Services with no cancellation option (Non-Refundable)

Services defined by the supplier as "non-refundable" (such as hotels on special offer, low-cost flights) will not entitle the customer to a refund if cancelled.

12. Substantive performance of a service

A service will be considered performed where the customer was picked up for the activity and took part in it. Substantive performance of a service removes entitlement to a full refund, even if there were operational changes to the schedule or route.

13. Change, postponement or cancellation by the service providers

Suppliers may change or cancel services because of constraints beyond the company's control. In such cases the company will try to offer an alternative or a refund, subject to the supplier's approval only.

14. Flights

The flight ticket constitutes a direct contract between the customer and the airline. Delays, cancellations, overbooking, route and baggage changes are the sole responsibility of the airline.

15. Hotels

Room allocation, maintenance, facilities and service are the sole responsibility of the hotel. Complaints about the hotel's standard should be addressed to the hotel management during the stay.

16. Attractions, tours and transfers

Pick-ups may be 10–40 minutes late because of traffic. Outdoor activities are subject to the weather and may be cancelled for safety reasons.

17. Timetables and operational changes

The timetables are an estimate only. The length of stay at each point and the order of stops may change at the operator's discretion on the ground (weather, crowds, safety).

18. Types of equipment and gear

In the event of a technical fault or a constraint, an equivalent alternative (boat/vehicle) may be provided. Providing an alternative does not constitute cancellation of the activity.

19. Subjective dissatisfaction

A mismatch with personal expectations or subjective disappointment does not constitute grounds for a refund where the service was provided in accordance with the general format.

20. No-show

A customer who does not show up for the service at the set time and place (including arriving late at the pick-up point) will be charged a full cancellation fee (100%).

21. Medical conditions and children

It is the customer's responsibility to give advance notice of any medical limitation. Child discounts vary between suppliers and are sometimes set by height and not only by age.

22. Travel insurance

Absolutely mandatory The customer must purchase comprehensive travel insurance that includes cover for trip cancellation, medical conditions and luggage. The company is not responsible for damage resulting from a lack of insurance.

23. Force majeure and privacy

In cases of war, epidemic or extreme weather, only the suppliers' terms will apply. The information given to the company will be used solely to provide the service.

24. Publications and unreasonable demands

A demand for a refund for a service that was performed, or a threat of negative publicity as a condition for receiving compensation, will not be considered grounds for cancellation. Publishing false information will lead to legal action.

25. Limitation of liability and jurisdiction

The company's liability is limited to the amount actually paid to it for the service. Exclusive jurisdiction in any matter relating to this agreement lies with the competent courts in the city of Jerusalem, Israel.